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For Customer Experience Professionals

The State Of Customer Experience Maturity In Australia, 2015

Companies Are Trying To Shift Focus From Tactical Fixes To Strategic Reinvention, But Challenges Remain

July 30, 2015

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Why Read This Report

In May 2015, Forrester completed its second annual survey of customer experience (CX) professionals at large Australian companies. This report analyzes the key findings of the survey to gauge the current state of CX maturity in Australia and the evolution of the market over the past 12 months. While our 2014 CX survey focused specifically on CX management practices, in 2015 we also included questions from Forrester's CX maturity assessment, allowing us to analyze how mature Australian firms' CX practices are. CX pros can use this report to assess their organization's CX maturity — processes, capabilities, skills, and investments — relative to other Australian firms.

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Table of Contents

  • Australian Firms Are Putting CX Resources And Leadership In Place
  • Lack Of CX Maturity Is Putting All That Commitment At Risk
  • Recommendations

  • Follow These Steps To Graduate To The Next Level Of CX Maturity
  • Supplemental Material